Director, Customer Understanding and Engagement
Position Summary...
The Director, Business Analysis And Insight will be a key leader in building customer obsession and empathy at Walmart so that we can deliver exceptional value and experiences to our Customers everyday. The Director will play a critical role in enabling and inciting customer-first decision making and actions that deliver short and long-term success for Walmart. The Director will drive decision-making by leading work to define who Walmart should win with and how to win through a robust segmentation model. They'll leverage that work, and partner with key teams to help build and evolve a long-term loyalty strategy driving both engagement and retention. They will bring the voice of the customer to key decision-making conversations, identifying ways Walmart can achieve short and long-term business objectives by winning with the customers. To achieve this the ideal candidate will be passionate about customer-centric thinking, be business-minded and action oriented and have strong abilities to influence though clear and compelling storytelling. Through actionable customer insights, strong relationships and though leadership the Director will help Walmart to maintain its priority focus on the Customer, ensuring we are understanding their evolving needs so that Walmart to continue to help Canadians save money to live better.What you'll do...
1. Be a champion and thought-leader in building a customer-obsessed Walmart. Bring the voice of the customer to the table, enabling stakeholders to deeply understand and be empathetic to the Walmart Customer and Canadians in general. Build engagement with insights by illustrating how a customer-focus drives short and long-term business results. Leverage strong storytelling and moderation skills to socialize insights and drive action.
2. Build roadmap and lead development of foundational segmentation work, identifying key targets for Walmart to win with to achieve short and long-term business objectives. Leverage existing segmentation work and existing customer data to create an actionable segmentation model that incorporates customer data and enables targeting through existing databases. Generate buy-in to the segmentation approach and lead socialization and action planning sessions to help stakeholders deeply understand their target customers and how to win with them.
3. Partner with Digital, Data and Marketing teams to build strategy, implementation and optimization plans for Walmart's evolving loyalty program. Leverage segmentation work and existing customer data to understand customer needs and behaviors that drive engagement, satisfaction and retention. Map out and lead development of models that track and measure key loyalty KPIs and CLTV.
4. Act as strategic insights partner for Merchant and Marketing organizations, bringing customer understanding and insight to drive strategic and executional decision making. Leverage existing insights and data and identify new research opportunities toinform how to achieve business and customer objectives of driving consideration, visits and conversion. Lead annual insights planning, tied to business and marketing annual operating plans. Build and manage annual insights budget in conjunction with other Insights leads.
5. Lead Loyalty and Performance work, partnering with Digital Marketing to identify opportunities that drive engagement and retention, leveraging existing insights and measuring and tracking campaign performance to identify what's working and where to optimize.
6. Be an expert in actionable and effective consumer research. Lead and train/support team on scoping to identify critical questions to answer, identify optimal research methodologies, both qualitative and quantitative to answer business questions and drive action. Work with internal team and different research partners to get to the strongest outcomes with clear and compelling results presentations. Support team in management of tracking programs to gather continuous customer metrics to evaluate in-market performance.
7. Coach and lead a high performing team of customer insights professionals, driving their professional development/ leadership skills, growing team capabilities, adding innovative tools/ concepts and providing elevated customer insights reporting that have strong and drive sales and growth.
8. Build relationships with Insights counterparts in other Walmart regions including the US, Mexico, Chile, etc. to share learnings and identify best practices.
Qualifications
- 10+ years of experience in customer insights or research roles. Retail and client-side experience is preferred but not required.
- Deep expertise and successful outcomes in building segmentation models that leverage internal customer databases. Customer and LTV experience an asset.
- Proven track record of strategic insights leadership, stakeholder relationship management and extensive insights experience in qualitative and quantitative methodologies.
- Strong storytelling skills and proven ability in influence and drive action and build partnerships with senior-level members of cross-functional teams
- 5+ years leader and developing high-performing, strategic insights teams
- Motivated to work in a fast-paced environment, managing multiple projects and changing priorities
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Walmart will accommodate the disability-related needs of applicants and associates as required by law.
Primary Location…
1940 Argentia Rd, Mississauga, ON L5N 1P9, Canada